Responsibilitiese
§  Provide remote client tech support, via phone and remote tools- Remote PC, TeamViewer, and Zoom. Active Directory changes, O365 Group and Email additions, changes, and password resets. Take incoming client calls and work ticket queue via Syncro ticketing system. Provide simple PBX phone changes. Troubleshoot software issues, hardware problems, network printing and unique computer issues that arise for clients daily. Provide Zoom conference room support. Document repair techniques and client information for team members. Assist with in-house migrations of documentation for CRM.
§  Providing technical assistance to computer system users and helping staff and customer in the best possible use of IT systems and applications.
§  Providing communication equipment accessibility for customer base.
§  Following up on internal requests + ensuring customer satisfaction.
§  Create, update, and close incident and service requests with the Syncro IT service management system.
§  Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures.
§  Escalates incidents to the appropriate IT operations resources in accordance with established procedure.
§  Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
§  Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures.
§  Network support skilled – Installing switches resolving infrastructure cabling issues – Ethernet & Fiber Optic
§  Provide IT support services for our client's employees.
§  Document, resolve, and /or escalate issues in a timely and appropriate manner to higher level staff.
§  Responsible for all aspects of user setup, user accounts, system patching, antivirus, system imaging, mobile services, video conference, printers/copiers/phone systems and general company hardware/software.
§  Track and maintain IT hardware and software inventory.
§  Provide before and /or after hours and weekend on-call support if needed.
§  Collaborate with teams for troubleshooting and new projects
§  Prioritize and actively monitor incidents and requests in ticketing system. Troubleshoot and research complex problems and provide complete solutions to ensure a high level of customer satisfaction.
§  Collaborating with colleagues to develop technical and specialized solutions to complex IT problems involving Microsoft-based software products, including Exchange, Dynamics CRM, and Microsoft's Office 365 suite one drive and SharePoint drive and SAP.
§  Hardware and software installing, configuring, troubleshooting, and supporting.
§  Providing daily support to the IT department and other departments as required
§  Other duties and responsibilities as necessary from time to time
§  Supervise and manage a team of IT desktop support technical specialists and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely problem resolution for clients. The role assists the client portfolio to meet their goals in learning, teaching, research and administrative activities.
§  The role is part of the Shared Services team flexibly providing IT desktop support and related services across the Globe. A client focused; service excellence delivery orientation is critical to success in this role. Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality.
§   Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving and referring IT desktop support activities. Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational and business risks are minimised.
§   Monitor, review and analysis incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
§  Supervise and provide IT desktop support for a range of devices, hardware, software, network, systems and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems. Troubleshoot and provide fast support via remote desktop connections. Plan and oversee hardware/software maintenance assessments and schedules including patching, cleaning, data recovery, upgrades and testing. Ensure antivirus installation, scans and monitoring and other security protocols as per required standards. Collaborate with colleagues and IT Services (Operations Division), to achieve issue resolution, escalation and compliance as appropriate.
§  Seek opportunities for enhancing the IT Desktop Support services through collaboration with peer Team Leaders, IT colleagues and other stakeholders, to maximize efficiency, leverage collective knowledge, and deliver integrated client services.

      Responsibilities:
§  Provide 1st Level support and 2nd Level support
§  Provide System & Network Support to Head Office  and Branches as required
§  Domain and Email ID creation
§  Installing digital certificate for DAP.
§  Nift Support at user End
§  World check support at user end
§  ECIB connectivity and support
§  Data Check support at user end
§  Manage and Maintain Nadra Biosys , client and biosys hardware on user end
§  Provide AB111 Application support at user end
§  Logging and processing supports calls
§  Installing and configuring computer hardware , software , system , Network printer and  Scanner
§  Talking to client and  computer users to determine the nature of any  problem they encounter
§  Investigating, diagnosing and solving computer software and hardware fault maintaining any other assignment given by the supervisors or bank management from time to time keeping in view banks need.

§  Managing and handling solely all IT Equipment
§  Handling Domain server, Active Directory, Web Hosting, Email Hosting & Email Backup server
§  Managing all Routers in premises
§  Cisco Dual Band Router RV042 10/100 4-Port VPN Router and Managing WAN Router
§  Manage Ubiquiti AP – WIFI Network
§  Creating IDs and email accounts on emails VM server
§  Managing & Handling CCTV Cameras and SIEMENS PABX system
§  Installation Rack Server, Cabling, Switches, IO Port, LAN, WAN and Manage D-Link Switches
§  Look after company Accounts and Billing “ESOFT” software
§  Handling email accounts backup for CEOs Apple IPad
§  Managing Color and Black & White printer in all Departments
§  Troubleshoot, Diagnose, Prepare new Desktop/Laptop/iMac/MacBook for new employees as per requirement
§  Managing All Employees Data Backup, monthly emails Backup end user and email
§  Server side.
§  Resolving issues via remote Desktop/ Anydesk, TeamViewer in other cities such as Islamabad, Lahore, Peshawar, Quetta & Karachi
§  Guiding and helping other IT personnel in different cities Islamabad, Lahore, Quetta, Peshawar & Karachi
 
§  Taking Data Backup iMac to iMac
§  Support & Configuration Email Outlook 2003, 2007, 2010, 2013, 2016 and webmail.
§  Configuration BlackBerry, IPhone, Android Email Accounts
§  Installation Windows 8, Windows 7, XP Window 10 and server 2008R2.

§  Responsible for 24/7 IT Services to AMAN Data Center / Call Center operations.
§  Manage and configure Avaya IP Phones, agent desktops, call recorder and contact management center administration.
§  Responsible for monitoring and reporting the high availability of Data Center operation.
§  Remote sites NVR Services and Network Connectivity.
§  Manage and configure SmartPTT Wireless recorder servers and recordings.
§  Ensuring the smooth running of all LAN, WAN systems, including anti-virus software.
§  Print services and email ID creation by Configuring MS Outlook for users to access emails.
§  Support and administration of firewall environments in line with IT security policy.
§  Responsible for backup of critical servers: Nortel Recorder, AD DS, and SQL Server.
§  Responsible for administering central Antivirus Server. (Kaspersky)
§  Ensuring that support calls are logged and handled effectively and efficiently.
§  Cisco services, AD DS 2008 services, replication, Nortel Servers.
§  Responsible to report line Manager regarding UAN Services, Ensuring that user support for Office356.
§  Responsible for implementation and administration of tickets system and share services analysis report to management.
§  Responsible for IT equipment procurement and SLA with vendors.
§  Establishing the networking environment by designing system configuration, directing system installation, defining, documenting and enforcing system standards.
§  Remote troubleshooting and fault finding if issues occur upon initial installation.
§  Software and Hardware support by Troubleshooting & Installation of Windows 2003/2008 server, XP, Windows 7, 8 & 10 and other required software.
§  Responsible for all IT System support, Network Support and Server Support.
§  Manage whole Amantech IT environment like: System Support, Projectors, Computer Lab, & Sound devices etc.
§  Wireless Network implementation and manage core switches, Cisco switches etc.
§  Manage and Configuration Cisco IP Phones and Extensions.

i have worked  as a Network Desktop Support Engineer. o Troubleshooting of branch Network Pcs. o New Software installation of SAP Hanna Client. o Ivend Retail Software Installation for every Cash Counters of Super Market. o Technical Support Provide all Cash Counters Users, while they working collecting. o Maintain TCP IP, DNS, DHCP, WINS Maintain Network Setting. o EPSON POS Printers for Cash Counters and Troubleshooting with Ivend Retail. o Configuration of Wireless Router and Troubleshooting of WIFI Cisco, TP- Link, D-Link, Tenda. o configuration of weight scales,printer,PDA devices. bank credit card Machines. o Technical support to our valuable clients including Software installation, Windows OS 07, 08 Windows 10 desktop, server OS and Laptop installation, Printer installation and configure, Domain joining, Pop and Exchange Emails configure, Internet TCP/IP configure and Troubleshoot hardware, software & network. o Installing and configuring computer hardware operating systems and applications; o Monitoring and maintaining computer systems and networks; o Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues; o Setting up new users' accounts and profiles and dealing with password issues; o Conducting electrical safety checks on computer Equipment

I am working as a software support engineer in highly motivated organization to support web based, desktop application and Enterprise Application, following are my responsibilities which I perform in my projects o Fix live issue o Requirement analysis and communicate to developer and PM o Support and guide to client o Implement the software on client server and all sites o Provide software training to client o Guide the junior (about the software issue) o Analyze the solution and give the optimist solution o Smoke Testing o Handle multiple project simultaneously o Visit to client to live the their software  Oracle 10g  Support strategy  Internet & Browsing  Project Management Tool (service Desk, help desk)  Deployment on client Server  Software Installation on Client server (live)  Provide implemented software training to client  Effective verbal and written communication skill  MS Office 2000, 2003, 2007, 2010(enterprises)  Work on Windows 7, XP, 2000, 98, Vista,  Creative enough to figure out all the scenarios that are likely to detect a bug  Concept of Automation Tools  Good Interpersonal & Communication Following are the projects implemented at clients sites “Sales and Distributors (S&D)” and “Retail POS”, here is list of S&D and Retail POS Client Continental Biscuit Limited (LU) (S&D): Responsibilities o Implemented the software at distributors. o Provided the Training o Fix live issue o Working on live database o Deployment release at all client machines o Coordinate with client coordinator Chase up (Retail POS): Responsibilities o Implemented the software at distributors. o Provided the Training o Fix live issue o Working on live database o Deployment release at all client machines o Coordinate with client coordinator Similar Retail POS based system projects include  Naheed Super Market  Omega By Chase  Habitt Home Store  Sanaulla Big Store  Green Va

Jan 2016 to decem 2016 administrator of desktop and server.printer.hyper V.Forefront TMG 2010 IIS webserver. Terminal server and MS SQL Database Server management of daily and weakly of data BACKUP and retrieval Scheme preparing the system and network documentation inventory and standard operating procedure creation . hands on experience on instaling software and administrating server in a windows 2003-2008r2 and 2012 and ISA 2004 and 2006 and TMG 2010 server environment